Definition of "genuine guarantee"

According to the agreement, merchants are not allowed to sell fake goods and non-original products. Taobao has the right to terminate the agreement immediately once it is found that it sells fake goods and non-original products.

"Authentic guarantee" is the service content that Tmall merchants must undertake. Specifically, when Taobao buyers use Alipay service to buy goods from merchants, if the buyers determine that the goods they buy are fakes, they have the right to complain to the merchants according to these rules and other publicity rules of Taobao within 14 days after the transaction is successful, and apply for "genuine guarantee" compensation. The amount of compensation that can be applied for is the Product Quality Law of People's Republic of China (PRC) and the Consumer Law of People's Republic of China (PRC) and China.

Conditions for buyers to apply for "genuine guarantee"

1. The seller to which the buyer applies for compensation is a Tmall merchant;

2. The buyer's claim for compensation conforms to relevant laws and regulations in form;

3. The amount of compensation applied for is limited to the amount of compensation for selling fake goods and postage (including postage for responding to complaints) as stipulated by laws, departmental rules and national mandatory standards such as People's Republic of China (PRC) Product Quality Law and People's Republic of China (PRC) Consumer Protection Law;

4. The buyer shall apply for "genuine product guarantee" within 14 days after the successful transaction.

"True Protection" Compensation Application Process

1. On the premise of meeting Article 2, the buyer can apply for "genuine guarantee" from Taobao through the guarantee card channel on the "My Taobao-Bought Baby" page, and indicate the reasons;

2. After receiving the buyer's "genuine guarantee" application, Taobao has the right to request both parties to provide necessary certificates according to the coordination situation, and make confirmation and judgment; When Taobao judges that the "genuine guarantee" advocated by the buyer is established according to the relevant rules, it has the right to inform Alipay to directly deduct the merchant's deposit from the merchant's Alipay account to refund the buyer's corresponding money and return the corresponding points used by the buyer to purchase the goods.

Seller's obligations and handling methods

1. After Taobao accepts the buyer's "genuine guarantee" claim, the merchant shall actively cooperate and provide relevant certificates within the specified time as required by Taobao;

2. If the merchant can effectively prove that its goods are genuine, Taobao will return the buyer's application for "genuine protection";

3. If the merchant cannot provide relevant certificates within the specified time or the relevant certificates provided are obviously invalid, Taobao has the right to inform Alipay to directly deduct the merchant's deposit from the merchant's Alipay account and return the corresponding money to the buyer, and return the corresponding points to the buyer; At the same time, Taobao has the right to terminate the agreement with the merchant according to the agreement.

Introduce "genuine insurance" to buy fake goods for 4 times full refund.

20 15 1 1 month, on the eve of the Double Eleven, Tmall joined hands with Ant Financial to launch a series of inclusive insurance projects such as "Tmall Genuine Guarantee Insurance" and "Tmall Quality Guarantee Insurance" with insurance companies such as PICC and Ping An Property Insurance in China. Consumers who buy fakes on the Tmall platform will receive unconditional refund support and receive four times compensation. This is the second time that Tmall has upgraded consumer protection after it launched "Return Freight Insurance" on 20 12.

After the brand side tests, the results will be truthfully fed back to Tmall, and Tmall will punish the illegal merchants according to the platform rules: after verifying the merchants' fake sales, in addition to deducting the deposit, it will also make a series of severe punishments for the involved merchants, such as closing the store and delisting.

2. What are the serious violation rules of Tmall?

First of all, the most serious thing after the deduction of Taobao Tmall store is that the store will be downgraded, that is, customers will fall back when searching for your goods, which is a great blow to the stores with large transaction volume, and even the sharp decline in sales must be handled in time. The handling method is also very important. For example, if the stolen map is seized, the original map you provided must be processed before submission, and the second processing will be checked.

Tmall handles serious points.

1. If the accumulated penalty points for serious violations of the rules reach 12, the store will be closed, goods will be released, stores will be established, internal messages will be sent, community functions and public warnings will be given for 7 days, Tmall will be involved in marketing activities for 30 days, and a fine of 20,000 yuan will be paid to Tmall.

2. If the accumulated penalty points for serious violations of the rules reach 24 points, it will be given the treatment of shielding the store, removing all goods from the store, restricting the release of goods, restricting the creation of stores, restricting the sending of in-station messages, restricting community functions, publicizing warnings 14 days, restricting participation in Tmall marketing activities for 60 days, and paying liquidated damages of 30,000 yuan to Tmall;

3. If the accumulated penalty points for serious violations of the rules reach 36 points, the merchant shall be given the treatment of closing the store, restricting the sending of letters in the station, restricting community functions, publicizing a warning of 2 1 day, restricting his participation in Tmall marketing activities for 90 days, and paying a penalty of 40,000 yuan to Tmall;

4. If the merchant has accumulated 48 points in serious violation of regulations, it shall be retired, the account shall be sealed up and part or all of the deposit shall be paid to Tmall as liquidated damages (the deposit refers to the amount of deposit that the store should pay when the merchant is retired by Tmall). If the cumulative penalty points meet the processing conditions of multiple nodes due to a single violation, or the same node processing is needed during the processing, only the heaviest node processing will be executed.

3. What are the Tmall rules that customer service needs to know?

2. Posting problem (4 points) 3. Credit card problem (4 points) 4. Cash on delivery (4 points) 5. Revealing other people's information (6 points) 6. Deal (1 min) 7. Payment method problem 8. A set of seller's deposit 9.

One: About the invoice problem (6 points will be deducted for violation) The standard of invoice problem: As long as the buyer has paid, the merchant needs to provide the invoice to the buyer who asks for the invoice free of charge, and can't refuse or ask for extra fees. Common businesses default as follows: 1. The merchant said that the invoice would not be provided. 2. The merchant indicates that the invoice requires the buyer to bear the tax point amount. Or let the buyer bear the invoice mailing fee. 3. The merchant said it was a special commodity and could not provide the invoice. 4. The merchant said "applying for tax entity change", "invoice printer is under maintenance", "limited invoice for the current month has not been applied", "finance is unavailable and cannot be issued" and so on. = = In this case, the consumer should be informed that the invoice can be reissued later, and the reissue period should be specified, and the freight should be borne by the merchant. 6.65438+1The rules for issuing invoices payable to the company or personal invoices have changed on October 26th. Please refer to for details.

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8。 NivJvY II: Shipping problem (4 points will be deducted if the violation is established). Delivery release standard: 1. It is not recommended to add words such as delivery to the title and product pictures. 2. Use the correct delivery template, set the delivery area freight to 0, set the non-delivery address, and set the correct freight 3. In the information description, it is also necessary to clarify the express delivery by sea. There should be a common violation that clearly explains the freight problem: the merchant did not use the freight template, and the set merchant bears the freight, and the freight situation is not explained on the page. Buyers fill in remote areas to take photos, and merchants ask for extra freight.

If the buyer complains, it must be a breach of contract. Three: credit card question (if the violation is established, 6 points will be deducted) The standard answer to the credit card question is: 1. By default, the mall supports credit card payment.

2. Credit card installment payment is an installment payment channel provided by Alipay for merchants who open credit card gateway payment in Taobao Market, Taobao Mall (Tmall) and Electrical Appliance City (which does not support poly-cost-effective transactions). At present, fast payment by credit card is adopted.

(Postal service is not supported) Banks currently support: basically all banking (except postal service) application scenarios: 1 Taobao Market, Taobao Mall (Tmall), Electrical Appliances City and other businesses that have opened credit card gateway payment; 2. The transaction amount is above 600 yuan and below 600 yuan. (Note: Credit card installment is not supported for time-limited discounts, spike activities and bargain-hunting transactions.

See: /lab/help_detail for the introduction of credit card installment. htm？ Help_id=249 183 Credit card installment payment is an installment payment channel provided by Alipay when you use credit card for shopping in Taobao. At present, fast payment by credit card is adopted.

Currently supported banks: China Bank, Ping An Bank, Agricultural Bank, China Merchants Bank, China Everbright Bank, Minsheng Bank, China CITIC Bank, China Guangfa Bank and China Construction Bank. Other banks are also gradually opening up, so please pay attention.

The number of supported periods (the handling fee of each bank is different, which can be viewed on the payment page. See /lab/help_detail for details. htm？ help_id=249 185。 Type=T): Bank of China: 3-6-9- 12 Ping 'an, China: 3-6- 12 Agricultural Bank of China: 3-6-9. Period-12 Guangfa: 6-12 CCB: 3 -6-12 -24 Note: When the total amount cannot be divided into installments,

The installment fee varies from bank to bank. Please check the display screen of the cashier when placing an order. Credit card risk prevention: 3 points: 1. When the buyer asked if he could pay by credit card, he was told that he could. When the buyer inquires whether it is possible to pay by installment, it is suggested to send the buyer a link to introduce credit card installment, or let the customer service know the business content and answer correctly. 3. When the buyer pays by credit card, the handling fee is provided by the merchant, and the merchant can't put forward the buyer's support handling fee.

Four: Cash on delivery (6 points will be deducted if the violation is established). Cash on delivery service is a service ordered by merchants themselves (helpful for search). If the goods with payment are opened, the buyer needs to provide this service to remind the merchants: if the cash on delivery service is opened, please abide by the service promise and provide the required services to the buyer in time. Suppose you encounter a malicious buyer to consult or place an order, please note: don't tell the buyer that the service cannot be supported; Don't settle the bill privately; Don't refuse to deliver the goods to Want Want's buyers; Cash on delivery orders are not within the scope of delayed delivery.

PS: So, don't give a clear delivery time on Want Want. 5. Disclosing other people's information (6 points will be deducted if the violation is established). Prevent information leakage: 1. Which ID did the buyer take the photo with? 2. If the purchase ID has no confirmation information, let the other party copy the address (not recommended). 6. Close the position (if the violation is established, each transaction will be deducted 1 point) Note: 1 Close the position without the buyer's consent. 2. If the buyer asks to close the order, unless the buyer wants to close it (that is, the merchant can provide the voucher and the buyer asks to close it). 7. Payment method: Taobao supports online payment, and it is recommended that buyers and sellers pay through Alipay. If the buyer cannot use Alipay for special reasons, the merchant can kindly remind to open Alipay or find someone else to pay for it.

Only at the initiative of the buyer can other payment methods be used. Eight: take advantage of the loopholes of out-of-stock and delayed delivery.

Now every day, the deposit in the store is empty. There is special software that can scan the seller's last online time. If the seller is not online for about 3 days, the buyer will start downloading.

4. What are the Taobao rules?

Taobao rules only apply when users violate the rules, as follows:

The identification and handling of violations should be based on the facts identified by Taobao and strictly implemented in accordance with the regulations. Taobao users are all equal in applying the rules.

Taobao rule purpose

The purpose of making Taobao rules is to advocate a new commercial civilization of openness, transparency, sharing and responsibility, safeguard the legitimate rights and interests of Taobao users and maintain the normal commercial order of Taobao. According to "Big Taobao Declaration" and "Taobao Service Agreement", these rules are formulated.

Taobao shop opening must pass the Taobao shop opening exam, which is a new rule that Taobao opened for new sellers at the end of 20 10. The main content of the exam is Taobao rules, the score of the exam must reach 60 points to pass, and the accuracy of the basic questions must reach 100%. After passing the examination, read the letter of commitment for honest management, then fill in the store name, store category and store introduction according to the prompts, check and agree with the Commodity Release Rules and the Consumer Rights Protection Agreement, and then confirm the submission. If all goes well, you will have a Taobao shop at this time.

5. What are the new rules of Taobao?

The new regulations refer to June 10, and July 1 promulgated mainly refers to real-name authentication.

Taobao June 10 new rules, Taobao 6. 10 new rules, the new version of "Taobao user behavior management rules", finally released in the attention of Taobao friends! Because we collected the rules and suggestions of users in the early stage, many enthusiastic members gave us feedback on Taobao rules and ideas, and we also seriously considered the suggestions of members' general feedback in the rule adjustment plan. The revised Taobao User Behavior Management Rules (Revised Edition) is as follows: Taobao User Behavior Management Rules (Revised Edition) * * is divided into five chapters: Chapter I General Provisions, Chapter II Violation, Chapter III Deduction, Chapter IV Punishment Measures, Chapter V Supplementary Provisions, Chapter I General Provisions 1, and the new words "honesty, sharing and responsibility" are as follows

2. Taobao members should abide by Taobao's rules and agreements, and offenders will be managed according to these rules. Taobao has the right to independently judge whether the member's behavior violates the rules and related definitions, and does not undertake the obligation of explanation.

3. The general idea of Taobao's governance violations is to correct violations, with education as the mainstay and punishment as the supplement. Correct violations, that is, Taobao has the right to directly correct violations.

The corrective measures include, but are not limited to, directly deleting illegal goods, information, evaluations and pictures, directly restricting the login and use of illegally registered accounts, and requiring sellers to return the price and postage of goods to buyers or interested parties. Education-oriented, that is, Taobao only deducts points and does not punish members for a single violation (except for a single violation that directly reaches the corresponding penalty score).

And the points deducted by members will be cleared at 24: 00 on February 3 1 day every year. Punishment is supplemented, that is, to achieve educational purposes. When the cumulative score of members reaches a certain score, different levels of punishment will be given according to the violation category.

The punishment cannot be revoked. And Taobao is not responsible for the losses caused by members being punished for violating the rules.

4. Taobao guarantees that all members have the right to operate legally under the premise of abiding by national laws and Taobao rules. Taobao will not be punished except as stipulated in these rules.

Chapter II Violation Section I Class A violation 1, illegal release of goods. It refers to other acts that violate the Rules for the Administration of Commodity Release except prohibiting or restricting the release of commodities, including but not limited to misplaced categories, credit-hyped commodities, missing or inconsistent drawings, repeated delivery of commodities, and empty hanging of commodities in the mall (the mall seller said that the transaction could not be completed immediately before the buyer paid and the commodities showed sufficient inventory).

2. hype credit. It refers to the behavior that attempts or has implemented to influence others' "accumulated credit of members" by fictional transaction facts for the purpose of increasing "accumulated credit of members".

3. Illegal bidding. There are abnormal bidding behaviors such as taking a large number of goods in a short period of time and not paying, which have or may disrupt the trading order of the website.

4. Payment has not been delivered. Refers to the behavior that non-mall sellers refuse to deliver the goods immediately after the buyer pays, or operate the delivery in the system but fail to deliver the goods. After the buyer paid, the sellers of shopping malls and electrical stores were complained that they did not complete the delivery within 72 hours.

5. Malicious evaluation. Refers to an appraiser who exaggerates or fabricates facts in the name of himself or others for the purpose of harming the interests of the appraiser or seeking personal illegitimate interests, and makes an evaluation that violates public order and good customs or Taobao thinks is inappropriate; Or use bad reviews, comments to insult, slander or coerce the assessed.

6. The online description does not match. It refers to the fact that the goods received by the buyer are inconsistent with the description of the goods released by the seller after the buyer and the seller clinch a deal on Taobao, including the buyer's complaints against the seller for selling fake goods with objective evidence.

②7. The service is not completed. It refers to the behavior that after Taobao intervened, Taobao decided that the reason for the refund initiated by the buyer was established, but the seller refused to return the price of the goods and postage (including postage for responding to complaints) to the buyer or related parties; Or the seller refuses to perform the service promised when he joins Taobao's specific local market and platform or applies for using Taobao's specific technical services; Or the seller refuses to perform the after-sales services such as logistics service, invoice service, return and exchange, and packaging maintenance promised when communicating with the buyer when using Ali Want Want.

8. Illegal registration. Refers to the behavior that members maliciously register a large number of Taobao accounts through software or illegal channels, disrupting the order of Taobao or increasing the platform load of the website system.

9, in violation of the provisions of the consumer rights protection service quality. Refers to violation of the relevant provisions of the consumer protection series.

10, which violates the integral rules of the mall. Refers to the violation of "Taobao Mall integral rules".

1 1, which violates the store specifications of shopping malls. Refers to the violation of "Taobao Mall merchant store rules".

12, which violates the payment method of the mall. Refers to the violation of the provisions of the Code of Conduct for Shopping Mall Merchants on payment methods in shopping malls.

13, violating the invoice regulations of the mall. Refers to violation of "Taobao Mall Invoice Rules".

14, the popularity of shopping malls is hyped. Refers to the violation of the mall "mall merchants sales rules", popular speculation violations.

15, in violation of the regulations on commodity review in the mall. Violation of the rules of publishing product reviews in shopping malls.

16. Violation of other agreements and regulations of Taobao or other violations of laws, ethics or public order and good customs. Refers to the violation of other agreements and regulations of Taobao, or other violations of various administrative regulations, local regulations, national policies, social ethics and public order and good customs.

Violation of Class B 1 in the second quarter, disclosure of other people's information. It means that there is evidence to prove that members violate Taobao's regulations on publishing information and publish or disseminate other people's private information without permission.

2. Publish illegal or illegal goods or information. It refers to the act of publishing illegal goods or information in violation of the Rules on Prohibiting and Restricting the Publishing of Commodity Information, the Rules on the Use of Want Want in Alibaba, the Rules on Publishing in the Community or other information dissemination channels provided by Taobao.

3. Infringe on the intellectual property rights of others. Violation of the rules prohibiting or restricting the publication of commodity information and other relevant provisions, or the act of being complained by the obligee and having evidence to prove violation of the Trademark Law, Copyright Law, Patent Law and other relevant laws and regulations.

4. fraud. For the purpose of illegal profit, pass the number